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    Q-assign · Advanced routing for Salesforce

    Get every lead, case, and work order to the right person.

    Q-assign routes work based on who has capacity, the right skills, and is actually available. And because it runs on Ortoo Orchestrator, you can start with routing and extend into email intake, escalation, and cross-system workflows later, without a rebuild.

    • 100% Salesforce native
    • No flows, no code
    • Per-record audit trail
    • Transparent pricing

    Trusted by Salesforce operations teams worldwide

    Sage
    IG
    Novartis
    Health Care Service Corporation
    DoorDash
    Splunk
    Jaguar Land Rover
    OppFi
    Komatsu
    Verivox
    Volvo
    Sage
    IG
    Novartis
    Health Care Service Corporation
    DoorDash
    Splunk
    Jaguar Land Rover
    OppFi
    Komatsu
    Verivox
    Volvo

    The reality

    Your assignment rules worked on day one. Then complexity arrived.

    Territories change. Queues overload. Reps go out of office. SLA priorities shift. Your routing logic ends up spread across rules, flows, queues, and code, and someone on your team keeps fixing it by hand.

    Static routing

    Fragile after assignment

    1. 01Queues overload as conditions change
    2. 02Manual reassignment becomes routine
    3. 03Escalation gaps depend on someone noticing
    4. 04Routing logic sprawls across flows, rules, and code

    Work that drifts

    Cases sit. Leads stall. Operations carry the slack manually.

    With Q-assign

    Routing that keeps adapting

    1. 01Work respects capacity caps that clear as records move on
    2. 02Stop reassigning by hand: the system can reassign before leave even starts
    3. 03SLA risks trigger alerts and escalation paths, without anyone watching a queue
    4. 04One routing engine across every object; skills updated in one place

    Routing as a workflow

    Workload, SLA, expertise, and capacity coordinated continuously.

    The capabilities

    Route, adapt, and coordinate, inside Salesforce.

    One routing model handles assignment, reassignment, escalation, and workload balancing across every object you route.

    01

    Route the right work to the right owner.

    Decide on workload, availability, expertise, SLA state, territory, account ownership, priority, or your own logic. Configure it per object, per workflow, without code.

    02

    Adapt as conditions change.

    Your queues, capacity, and ownership stay aligned with what is happening now, not what was true at assignment.

    03

    Coordinate after the handoff.

    Reassignment, escalation, and workload balancing continue after work is distributed. Routing becomes the start of your workflow, not the end.

    Impact on Salesforce

    Keep everything you've built in Salesforce.

    Q-assign runs natively inside Salesforce alongside your existing flows, Omni-Channel, Agentforce, automation, and integrations. No external routing engine. No duplicated records. No new system for your team to manage.

    See how Ortoo Orchestrator works

    Routing layer

    Q-assign

    Workload, SLA, capacity, expertise

    Salesforce

    Flow, Omni-Channel, queues, Agentforce, Apex

    Routed objects

    Leads, cases, opportunities, work orders, custom objects

    What you can route

    If it lives in Salesforce, you can route it.

    Unlike routing tools focused on lead assignment, Q-assign routes revenue, service, and operational work. One routing model. Every object.

    Revenue workflows

    Leads, opportunities, accounts, SDR workflows, territory routing, round robin distribution.

    Service workflows

    Cases, Omni-Channel work, escalations, work orders, SLA workflows, queue balancing.

    Operational workflows

    Custom objects, approvals, cross-functional requests, back-office workflows, any-object routing.

    Intake routing

    Email-to-Anything turns inbound email into structured, classified records that feed your routing directly.

    Escalation handling

    SLA-aware escalation paths with clear ownership, surfaced where decisions are made.

    Compliance and audit

    Routing decisions captured against policy, so audit trails are produced by the system.

    Workload-aware routing

    Every routing tool demos well. The differences show up when you operate one.

    Queues spike. People go on leave. Logic has to change. That is when routing engines separate.

    Point routing tools

    Assignment, then workarounds.

    What you get:

    • Complex cases get pushed into Salesforce flows you have to maintain
    • Routing logic spread across screens, unreadable at scale
    • Audit logs you cannot trace record by record
    • Capacity workarounds, with no per-team override
    • Skills updated in several places for every user

    Operations carry the slack manually.

    Standard approach

    Q-assign routing workflows

    Routing logic that stays operable.

    What you get:

    • Skip the flows: logic stays readable as you scale
    • See exactly why each record was routed, step by step on the record
    • Capacity caps that clear as work moves on, overridable per team
    • Your highest-value record goes next when capacity frees up
    • Repeat contacts reach the same rep; fallback finds the next-best owner

    Switching is low-risk.

    Transparent pricing, based on records processed

    Build and test in a sandbox at no charge

    Point-and-click configuration, no code

    Extend without rebuild

    Start with routing. Expand when you're ready.

    Q-assign is built on Ortoo Orchestrator, the same engine that runs end-to-end workflows in Salesforce. The routing model you configure, teams, skills, capacity, and availability, becomes the foundation for wider workflow execution. You don't rebuild it to expand.

    01

    Fix routing first.

    Your leads, cases, and work orders reach the right people based on workload, skills, and availability.

    02

    Add intake.

    Inbound email becomes structured, classified records through Email-to-Anything, feeding routing without manual triage.

    03

    Extend execution.

    Pre-built orchestration tools handle what comes after assignment: escalation, follow-ups, and updates across your connected systems.

    Most routing tools stop at assignment. Your workflows don't have to.

    See Ortoo OrchestratorMap your workflow

    AI inside routing

    AI helps prioritise. You stay in control.

    Introduce AI without losing control.

    Because Q-assign runs on Ortoo Orchestrator, you can add AI steps where they help: classifying work, prioritising requests, flagging escalation risk. Every AI step stays visible, governed, and reversible.

    Deterministic when it matters.

    Mix AI-assisted steps with deterministic fallback in each workflow. Keep human checkpoints where you want them. Bring your own model if you prefer.

    Classify this case, route to the right specialist, escalate if SLA is at risk.

    Any object
    Route standard and custom Salesforce objects through one configurable routing model.
    Real-time
    Routing decisions adapt continuously based on workload and operational conditions.
    100%
    Native Salesforce execution. No external routing engine. No data duplication.
    15+ yrs
    Solving complex Salesforce routing: capacity, expertise, SLA, escalation, reassignment.

    Customer reviews

    Loved on Salesforce AppExchange

    Q-assign has handled routing for Salesforce operations teams for over 15 years, from lead distribution to support queues taking in more than a thousand cases a day. The reviews below come from AppExchange, written by teams running it in production.

    Routing that adapts to workload

    Cases are distributed based on actual capacity, not just queue order. Reassignment happens before we have to ask for it.

    Service operations lead

    Built for high case volume

    With over 1,000 cases coming in daily, we needed a structured approach to ensure cases are directed to the right teams.

    Mercy Kiprono

    Configurable for every object

    We route leads, cases, and custom records through one routing model. Operations no longer maintain three separate sets of rules.

    Revenue ops manager

    Highly configurable, met our needs

    Highly configurable and has met our complex needs for case handling. The team was heavily invested in delivering a solution.

    Louisa Barrett

    FAQ

    Common questions about Q-assign

    How is this different from Salesforce assignment rules?

    Salesforce assignment rules route work once based on static logic. Q-assign continuously evaluates operational conditions like workload, availability, expertise, SLA state, and escalation risk while supporting reassignment and workflow coordination after assignment.

    How is this different from Salesforce Omni-Channel?

    Omni-Channel distributes work across queues and agents. Q-assign extends routing into workload balancing, reassignment, escalation handling, SLA-aware coordination, and operational workflows that continue after assignment.

    What objects can Q-assign route?

    Q-assign supports routing for leads, cases, opportunities, accounts, work orders, tasks, custom objects, and operational workflows. Any Salesforce object can participate in configurable routing workflows.

    Can we use AI inside routing workflows?

    Yes. Q-assign supports AI-assisted classification, prioritisation, and routing decisions while keeping workflow control configurable and visible. Organisations can introduce AI incrementally using human-in-the-loop workflows, deterministic routing fallback, configurable workflow logic, and BYOM support.

    Does this require replacing our current Salesforce setup?

    No. Q-assign works with existing Flow, Omni-Channel, assignment rules, Agentforce, Apex, Salesforce automation, and external integrations. Most organisations start with one routing workflow and expand gradually.

    How is Q-assign different from other routing tools?

    Most routing tools focus on getting work assigned. Q-assign is built for everything around it. You do not need Salesforce flows, so your logic stays readable as you scale. You can see why every record was routed, step by step on the record. Capacity caps adjust as work moves on, and you can override them per team. Priority queues, waterfall fallback, and follow-me routing are built in. You update skills once, in one place. Slack and Teams notifications are native. And because Q-assign runs on Ortoo Orchestrator, you can extend routing into intake, escalation, and cross-system workflows without a rebuild.

    Where is impact typically seen first?

    Usually reduced manual reassignment, improved workload balancing, fewer queue bottlenecks, more consistent SLA handling, and reduced operational overhead. At scale, the larger impact is routing workflows that continue adapting as operational conditions change.

    Can we switch from another routing tool without starting over?

    Switching is lower-risk than you might expect. Q-assign is configured point and click, no code, and you can build and test your full routing model in a sandbox at no charge before anything reaches production. Pricing follows records processed, so you know costs before you commit.

    Explore further

    Keep going.

    The system

    Ortoo Orchestrator

    Q-assign is now part of Ortoo Orchestrator. See the coordination layer that turns routing into end-to-end workflow execution.

    See Orchestrator
    Service

    Service workflow orchestration

    Case routing, triage, SLA handling. Cases stop bouncing between teams.

    Explore Service
    Revenue

    Revenue workflow orchestration

    Lead routing, account assignment, deal handoffs. Speed to lead becomes consistent.

    Explore Revenue
    Custom

    Custom workflow orchestration

    Workflows that do not fit a standard pattern. Configurable without code.

    Explore Custom

    Ready when you are

    Start with routing. See where it goes.

    Q-assign part of Ortoo Orchestrator, so routing can be part of coordinating larger workflows. Book a session and map one workflow. See how it extends into intake, escalation handling, and execution across your systems.

    Book a demoMap your workflow